Front Office Associate

Job Summary:

The Front Office Executive is responsible for handling the front desk operations, ensuring a high level of guest satisfaction by providing exceptional service and assisting guests with their inquiries and needs. This role involves greeting and checking in guests, managing reservations, handling administrative tasks, and communicating with other departments to ensure a seamless guest experience.

Key Responsibilities:

• Guest Check-In and Check-Out:
• Greet guests warmly upon arrival and ensure a smooth check-in process.
• Provide guests with necessary information regarding their stay, such as room assignments, amenities, and hotel policies.
• Process guest check-out efficiently, ensuring that all charges are correct and payments are processed properly.
• Reservations Management:
• Manage incoming phone calls and emails for room reservations and inquiries.
• Assist in maintaining room availability, rates, and booking systems.
• Oversee group bookings and special requests, ensuring they are communicated clearly to the relevant departments.
• Guest Services:
• Address guest complaints or concerns promptly and professionally, resolving issues to their satisfaction.
• Provide concierge services, such as booking transportation, tours, or dining reservations.
• Assist with guest requests for special accommodations (e.g., extra towels, early check-in, late check-out).
• Administrative Duties:
• Maintain accurate records of guest arrivals, departures, and billing information.
• Handle guest payments and process credit card transactions.
• Assist in managing the inventory of guest supplies and ensure the front desk is well-stocked.
• Communication:
• Serve as the communication hub between guests and other hotel departments (housekeeping, maintenance, F&B, etc.).
• Relay guest preferences or special requests to the appropriate departments for action.
• Keep guests informed about hotel policies, amenities, and special promotions.
• Safety and Security:
• Ensure guest and hotel safety by adhering to security protocols, including verifying identification and room keys.
• Report any security or safety issues to the appropriate authorities immediately.
• Administrative Reporting:
• Prepare daily reports regarding guest arrivals, departures, occupancy rates, and financial transactions.
• Assist in the preparation of end-of-day financial reconciliations.
• Team Collaboration:
• Work closely with the housekeeping, maintenance, and food & beverage teams to ensure seamless service.
• Provide support to other front office team members during busy periods.

Required Skills and Qualifications:

• Educational Requirements:
• A degree or diploma in Hospitality Management, Tourism, or a related field is often preferred but not always required.
• Training or certification in customer service or front office management may be beneficial.
• Experience:
• Previous experience in a customer-facing role in the hospitality industry is preferred (e.g., receptionist, guest services).
• Experience using hotel management software or reservation systems (e.g., Opera, Fidelio, or similar) is an advantage.
• Skills:
• Excellent verbal and written communication skills.
• Strong organizational and multitasking abilities.
• Ability to handle stressful situations and guest complaints calmly and professionally.
• High attention to detail and accuracy in handling administrative tasks.
• Knowledge of local attractions, restaurants, and transportation options for guest recommendations.
• Personal Attributes:
• Friendly, professional, and approachable demeanor.
• Strong problem-solving and conflict-resolution skills.
• Ability to work in a fast-paced environment.
• Flexibility in working shifts, including nights, weekends, and holidays.

Preferred Qualities:

• Strong leadership skills if the position involves supervising other staff.
• Ability to speak additional languages, especially for international hotel chains or resorts.

Work Environment:

• Front Office Executives typically work in hotel lobbies or reception areas.
• The role may involve standing for long periods and interacting with guests and colleagues continuously.
• Shift work is common in this role, including early mornings, late nights, weekends, and public holidays.

Job Type: Full-time

Pay: ₹15,000.00 - ₹25,000.00 per month

Work Location: In person